FAQ: Inbox

What is Lynx Inbox?

Lynx Inbox is a value-added feature that enables two-way communication with your guests using SMS (text-messaging), email, and the Lynx Guest Portal - or any combination of the three! You can send and receive messages between guests and staff all in one convenient, easy-to-use interface.

For more information on Lynx Inbox, see Understanding: Inbox.

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How does it work?

Lynx Inbox provides one or more dedicated phone numbers that your guests can send SMS messages to, and you can reply right from the Lynx portal! You can also send and receive email and Guest Portal messages from the same interface, and select any combination of these delivery methods (SMS, email, and/or Guest Portal) for every message.

Note: If your Inbox configuration includes multiple Groups with different phone numbers assigned to each Group, then a message sent to one phone number will only be visible to users whose accounts are linked to the same Group that the phone number is assigned to.

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Do I have a phone number that people can text my Inbox?

Yes! During setup, Lynx will assign one or more dedicated phone numbers that your guests and staff can send text-messages to, and you can reply directly from the Inbox interface.

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Can I port my existing phone number to be my Inbox number?

Yes you can! During setup, you'll work with the Customer Success team to set up your Inbox account. If you have an existing phone number that you want to use for your Lynx Inbox number, just provide this to your Customer Success Manager, and we'll add the number to your Inbox.

Note: Porting a number for use with Lynx Inbox will prevent that number from being used as a cellular/mobile or landline phone number.

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How do I send a message?

Sending messages from Inbox is easy - just a few clicks to select who you want to send to, then type the message and click to send! For a detailed walkthrough on sending Inbox messages, see our article at How To: Use Inbox.

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Why is an Inbox thread "open" or "closed"?

Inbox threads that are active (receiving new messages from the recipient) will be found in the "Open" category, while inactive threads will be moved to the "Closed" section. Messages that are automatically sent using Messaging Automations will automatically be added to a new thread in the "Closed" category, unless there is already an active thread for the corresponding stay.

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Can I create a template for frequently-used messages, so I don't have to type the same thing over and over?

Yes you can! Templates created for Lynx Messaging can also be used to quickly compose Inbox messages. You can use some or all of the same Templates that you've set up for automated Messaging, and set up dedicated Templates that you only use for Inbox without any automation! For instructions on how to create, edit, and delete Templates, see How To: Configure Messaging Templates.

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Why are some messages different colors?

The different colors indicate the method that was used to send the message:

• Messages sent using Automations will appear in a dark green box:

• Messages sent manually from Inbox, whether as a reply or an initial message, will appear in a light green box with an icon to indicate the delivery method used to send the message:

• Messages received from guests or staff will appear in a white box, and include an icon to indicate the delivery method used to send the message:

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What if a message doesn't send?

There are a few things that could cause message delivery to fail, but fortunately Inbox includes the tools to resolve any issues right from the Lynx portal! For detailed instructions on how to troubleshoot message-delivery issues in Lynx Inbox, see our article at How To: View and Manage Automated Messages with Inbox.

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Can I text 911 from my Inbox?

Most 911 operations centers in the US and Canada do support SMS communications, although this depends entirely on the local operator's implementation of SMS support. Please be aware that Lynx cannot be responsible for any emergency communications, including 911 messaging via Inbox - both Lynx and all 911 operators recommend that users call 911 if possible.

IMPORTANT: Dispatchable Location Information is always conveyed with 911 calls, regardless of technology used to make the call. 911 call centers will automatically receive the caller's location to assist with dispatching responders quickly and accurately. Dispatchable location information includes the street address of the caller and any additional info, such as a room or floor number, along with any similar information that may be necessary to adequately identify the location of the calling party as quickly as possible.

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What happens when a guest has more than one phone number on their profile?

This can happen when a PMS sync retains both an old and a newly updated phone number on the guest's profile. When this occurs and a staff member drafts an SMS reply, the Lynx portal will automatically detect the multiple numbers and display a selection prompt before the message is sent.

The staff member simply clicks to choose the correct number, the message is sent, and a clear indicator is shown in the thread to confirm which number was used. From that point on, all future messages in that thread will automatically route to the selected number — no further prompts will appear.

Note: The phone number selection is a one-time choice per thread. Once a number is selected, it cannot be changed within the UI. If the wrong number is selected, please contact support — the product team plans to add the ability to change this selection in a future update. The selection prompt will only appear when a thread has multiple phone numbers attached to it.

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